FAQs

Absolutely! The CareStack diary link can be embedded into any practice website.

Yes. The CareStack diary allows the patient to select from a list of clinicians. Each clinician’s availability will display based on the hours and parameters selected by the practice.

Yes. The CareStack diary allows the patient to select their desired location from a list of practice locations or from an interactive map.

SMS, email, and call activity, all linked to the patient record and visible from a single inbox.

Yes. Authorised team members can view and reply to any conversation, with full visibility of the message history.

Yes. Every message is automatically linked to the patient's CareStack file, creating a complete communication history over time.

Yes. The inbox is fully searchable by patient, channel, or content, so finding any past message takes seconds.

Yes. By centralising patient conversations in one place, your team no longer switches between tools, logs messages manually, or hunts for context.

Google Workspace and Microsoft 365 mailboxes, with two-way sync between your inbox and CareStack.

Yes. Every reply is captured automatically and linked to the patient record, with no manual logging required.

Yes. CareStack supports automated recall, reminder, and engagement campaigns triggered directly from PMS data.

Yes. Reusable templates help your team send consistent, brand-aligned emails for every common scenario.

Yes. Every email is automatically linked to the patient's CareStack file, building a complete, searchable email history over time.

Yes, CareStack offers multiple filter options for setting up one-time or recurring texts.

Yes, CareStack has a modern platform that lets you communicate with a patient via text while still giving you a clear view of your diary, patient accounts, etc.

Yes, when a patient confirms via text, it will automatically be recorded in the diary.

CareStack follows a privacy‑by‑design approach, integrating data protection considerations into system design and development. This includes measures such as encryption, user access controls, data minimisation, backups, and regular audits to support alignment with UK GDPR requirements.

Patient data is protected by measures such as encryption in transit and at rest, controlled access permissions, and monitoring processes. CareStack aims to limit data collection to information necessary for defined purposes, thereby reducing data vulnerability risks.

Yes. CareStack offers transparent consent management tools that help patients understand and manage how their data is used, supporting UK GDPR requirements for lawful and informed consent.

CareStack uses Data Protection Impact Assessments (DPIAs) where appropriate, has appointed a Data Protection Officer (DPO), and maintains incident response procedures. CareStack applies contractual and governance controls to third‑party vendors and suppliers to support UK GDPR requirements.

UK GDPR compliance helps dental practices manage sensitive patient data responsibly, reduce regulatory risk, and build patient trust. It supports responsible data handling while maintaining appropriate privacy and security standards.

All data in your CareStack instance is automatically backed up, and patients can access their forms, statements, and treatment plans through their patient portal.

Yes, moving your patient data to the cloud removes the risk of it being encrypted and held to ransom.

Yes! As a modern cloud-based dental software, you can simultaneously have multiple users in a single patient record.

No, CareStack takes a simple per-location pricing approach, so you are not penalised for adding your consultant, accountant, or third-party claims service.

CS Learn offers two types of courses - ones your practice creates internally to teach your specific workflows and SOPs, and best-practice courses curated by CareStack to help your team master proven dental practice workflows from day one.

Yes. CS Learn gives your practice complete control to build courses tailored to your specific workflows, SOPs, and standards. You can mix videos, text, and structured modules to create well-rounded training, and every course becomes a reusable asset you can assign whenever you need.

Yes. You can assign courses to individual users, specific roles, or entire teams across multiple locations. This makes it easy to roll out training consistently, whether you're onboarding a single new hire or pushing a new SOP across your entire group.

CS Learn lets you track progress at both the individual and practice-wide level. You can see who has started, completed, or fallen behind on assigned courses, helping you identify learning gaps and stay audit-ready with clear records of completed training.

What used to be a simple library of videos is now a complete learning platform. CS Learn adds structured course creation, assignment, progress tracking, and a curated best-practice library, turning passive viewing into active, trackable team training.

No. CS Learn is built directly into CareStack, so staff access their learning from the same platform they already use every day. No extra logins, no switching between tools, and no friction in their workflow.

Yes, the filter options let you pre-schedule notifications or set up recurring communications.

CareStack's patient notification/communication is built into our all-in-one software; there is no need to launch a separate program.

CareStack allows your staff to easily adjust communication preferences under patient overview. We allow patients to change preferences through their patient portal.

During the onboarding process, our team of implementation specialists will work with your team to optimise your confirmation campaigns inside CareStack.

Yes. CareStack's lifecycle-driven messaging automatically sends communication for every appointment event, including bookings, confirmations, reschedules, and cancellations, so patients always receive timely and consistent updates.

Yes. The centralised dashboard shows real-time confirmation status across every appointment, alongside delivery rates, response rates, and the production value of confirmed appointments.

Yes, you can select which signatures are required: patient, provider, and/or witness.

Yes, you can remove previously shared forms. CareStack allows you to do it with one click.

CareStack provides access to real-time document status, indicating whether a form is still pending completion.

Yes. Patients can update their medical history through the portal or at the kiosk during check-in, with every submission syncing in real time to the patient chart and previous versions locked for audit purposes.

Yes. Office Wizard lets you build dynamic Word templates that auto-fill patient and clinician details directly from the PMS, ensuring fast, consistent, and error-free clinical documentation.

Yes. Every digital consent is captured with eSignature, linked to the patient record, and stored with a complete audit trail, making compliance reviews and medico-legal documentation straightforward.

Only the responsible party has access to the full account information. If a spouse uses their own email address, they can access only their own account details.

No. CareStack uses 2-factor authentication, requiring a verification code sent to your email address before access is granted.

Yes. If your production diary is configured, patients can view availability and request specific appointment types such as recall visits and emergency examinations.

Yes. The Patient Portal is protected with 2-factor authentication, secure access controls, and GDPR-aligned data handling. All patient data is stored securely within the CareStack PMS.

Yes. Patients can complete medical history and consent forms online before their appointment. Submitted forms are automatically saved to the patient record, helping your team prepare in advance.

No, they will only see accepted treatment. All proposed treatments will be visible only in Office and Provider Modes.

Yes! Registering as a new patient is available in Kiosk Mode.

Yes, you can select which information is requested from patients and decide whether it is mandatory.

Yes. The kiosk supports both NHS and private patient workflows, capturing the right forms, consents, and patient details for each appointment type and syncing everything into the CareStack PMS.

Yes. Every consent signed at the kiosk is captured digitally with a full audit trail and stored securely inside the PMS, supporting GDPR-aligned data handling and medico-legal documentation requirements.

Yes. The Patient Kiosk is fully multi-location compatible, allowing you to apply consistent intake, forms, and consent workflows across every site, all governed centrally from one PMS.

Patient Chat lives inside the PMS, visible to your whole team, with automatic conversation history. Nothing gets siloed in personal inboxes or lost when staff change.

Yes. Any authorised team member can view and reply, with the full context of previous messages available.

Yes. Every conversation is saved against the patient record, with no manual logging required.

Yes. Routine patient queries move off the phone and into structured messaging, freeing reception time for in-practice care.

Yes! Use plans or phases for your work. Put all your treatment in a plan or section it out into phases. Allowing you to give the patient all the work needed or a piece of it at a time.

Sure! Assign the time needed to your proposed treatment, making it easy for your team to schedule work that needs completion and making it a breeze to plan.

Print, email, or place into the Patient Portal, allowing patients to access at their convenience and consent to proposed treatment. Patients can also pay their balance directly through the CareStack Patient Portal.

Yes. CareStack auto-generates financial breakdowns from the procedures in each plan, with full multi-phase costing linked directly to the treatment structure. Any change to the plan updates the costing instantly.

Yes. Every digital acceptance is captured with a complete audit trail and stored in the patient record, supporting clinical governance, compliance, and medico-legal documentation requirements.

Yes. CareStack tracks every plan across accepted, pending, and declined statuses in real time, with full version history of updates and linkage to scheduled appointments, ensuring nothing slips between planning and delivery.

Yes. General charting, periodontal charting, and BPE scores can all be captured within the same interface, ensuring structured periodontal documentation alongside other clinical findings.

Yes. All clinical findings are stored in the patient file and accessible across CareStack, supporting treatment planning and ongoing clinical workflows without manual re-entry.

Yes. Structured, standardised charting ensures consistent documentation across clinicians and locations, with a complete clinical history maintained centrally for every patient.

Notes can be written by the clinician at any time. Some clinicians choose to write notes before, during, or after a procedure.

Yes! Each clinician can have notes built to their liking. Clinicians can specify what they would like to see in their notes for each procedure.

Notes can be finalised from the main note screen or the Incomplete Notes List on the main dashboard at any time. Click on the note, then finalise with a password (if you wish). Log in from home for convenience!

Yes. Every note is captured with a full lifecycle history (draft, in-progress, completed) and any addendums added after finalisation are tracked in the record history, supporting clinical governance, audit readiness, and medico-legal documentation requirements.

Yes. CareStack Clinical Notes supports reusable templates that can be applied across every clinician and location, ensuring consistent, structured documentation throughout your group with no variation between sites.

Yes. Live note tracking shows every note's status in real time, helping you identify missing or incomplete documentation across clinicians and locations at a glance.

Yes. Prescriptions can be printed and handed to patients as needed.

No. There is no limit on the number of prescriptions you can create in CareStack.

Yes. CareStack provides reporting capabilities to analyse prescriptions by provider and time period.

No. CareStack brings imaging access directly into the clinical chart, so clinicians can view radiographs, scans, and digital impressions without ever switching systems.

Yes. Every image accessed through CareStack stays linked to the patient record, ensuring full continuity between imaging, clinical notes, and treatment planning.

Yes. Both 3Shape scans and iTero intraoral scans can be viewed from the patient record, supporting orthodontic, restorative, and Invisalign workflows directly from the clinical chart.

CareStack Link provides one-way bridges between imaging devices and the CareStack PMS, automatically importing images into the patient record and allowing external viewers to be launched from the clinical chart.

Yes. Because imaging is accessible from the same workspace as clinical notes and treatment plans, clinicians can make faster, better-informed decisions at the chairside without breaking workflow.

Yes. Clinicians can open imaging directly from the chart during consultations, supporting clearer patient communication and better treatment acceptance.

Once an image is captured, it is available in the cloud-based imaging viewer for diagnostic review or editing.

The CareStack referral portal allows you to attach patient images and other documents you need to share with your referral partners.

No. There is no limit on the number of suppliers and data records you can create from within CareStack's implant tracker module.

Training for implant tracking will be available for staff members as part of their onboarding process. Training is also provided by the CareStack implementation team at the time of onboarding into CareStack.

Clinicians simply speak periodontal measurements during the exam, and the software automatically enters the data into the digital perio chart.

Voice Perio can capture measurements such as pocket depth, bleeding, plaque, and other periodontal indicators.

Yes. Voice Perio updates the patient's perio chart and clinical record in real time, ensuring accurate, synchronised documentation.

Voice-based charting allows clinicians to record periodontal measurements as they perform the exam, reducing charting time and improving workflow efficiency.

Perio charting lets dentists compare past and current charts to track periodontal health and detect disease progression.

A perio chart can capture data such as bleeding on probing, plaque levels, pocket depths, and other periodontal indicators.

Yes. Our modern perio charting systems update the clinical chart in real time, keeping patient records accurate and complete.

Yes. Features such as voice-activated charting and automated updates help dental teams complete periodontal assessments more quickly.

No. The lab case tracking module can only be used to track orders internally. There is no communication to the labs from CareStack.

No. You add and manage any number of lab orders and lab cases using the CareStack lab tracking module.

Paying online gives patients the flexibility to pay anytime, from anywhere. Our clients report being paid much quicker when utilising online payments.

Online payments are posted directly to the ledger against completed treatment instantly.

All transactions are processed through a secure website, and all transactions are encrypted. Any personal information entered, such as credit card information, will be used only for the one-time transaction and will not be saved on our system or shared for any other purpose.

Inside CareStack, you will see the Pay-By-Text button on the Home Dashboard, Appointment Summary, and Patient Ledger.

Dental practices need to manually set up the CS Pay link within the PMS's settings, but it takes only a few clicks.

Yes, it will be linked to the patient's mobile number, and every member related to the Responsible Party account will be listed under the same number.

Not until they are posted against the completed treatment code.

Yes. Every patient can be assigned a default payor type (NHS, private, or plan), which governs how their treatments are created and billed across their full lifecycle, without your team needing to select the payor at every visit.

CareStack enables structured conversion at the procedure code or treatment plan level within the same patient journey, with no break in clinical continuity. Private alternatives can be presented during treatment planning, helping practices grow private revenue while maintaining a smooth patient experience.

Yes. CareStack's reporting aggregates performance by payor type across the practice, providing full visibility of revenue split by clinician, location, and funding model.

Yes. Multi-Payor Management integrates directly with membership and payment plans, mapping treatments automatically to plan entitlements and reducing manual reconciliation between plan-funded and self-pay care.

Yes. You can assign a payor type at the treatment plan level for simplicity, then override individual procedure codes within the plan where clinically or financially required, giving full flexibility without added complexity.

Yes. CareStack applies consistent payor logic across every site in your group, with centralised reporting and governance that rolls up by location, clinician, or payor type, ensuring consistent financial control at scale.

Your payment plans can have nearly any schedule (weekly, bi-weekly, monthly, quarterly, or even half-yearly or yearly) to accommodate almost any patient need. It's also easy to skip payments for unforeseen circumstances.

The Payment Plan Control Centre provides a comprehensive overview of all your upcoming payments, including key figures such as collected and failed payments. Also, easily sort and filter the worklist of plans by plan status and other metrics.

Yes. TPF charges can be set up easily in CareStack, helping practices maintain accurate financial records.

Yes. CareStack helps reduce the hassle of month-end reporting by making financed payments easier to track and reconcile.

Yes. With properly recorded finance payments, practices can more easily report when calculating associate payouts after finance charges are deducted.

Yes, it is essential to tokenise the card with CS Pay in order for recurring payments to be captured automatically from the patient's account. Yet payment plans can be started without a card on file, but the automated capture of periodic payments will not occur.

Yes, it will be read back into CS Pay, but only if they completely void the payment.

It is not required to use CareStack, but there are many benefits to using an integrated merchant rather than an external one.

Yes. The Mandatory Provider Payment Attribution setting forces the Provider field to be filled in for every payment, ensuring no collection goes untagged.

If the cross-provider warning is enabled, CareStack displays a warning when you try to apply a payment using a receipt tagged to a different provider than the one who completed the treatment. This helps prevent misattribution during payment posting.

When creating a Payment Plan, you select a Receipt Provider, and every receipt generated through that plan is automatically tagged to them. You can view tagged providers in the Payment Plan Control Centre. If you edit the provider later, the change applies only to new receipts created after the edit, while historical receipts remain unchanged.

You can tag a provider to any receipt marked as "None" by editing its Payment Details. The same applies to Payment Plans with no provider attached.

Collection-based reports now support a Receipt Provider filter, including the Paying-In Slip Report, Income Allocation Extended Report, and Payment Log Report. The Income Allocation Extended Report also includes new Payments and Allocated Payments columns and views, with filters by Payment Category, Payment Type, and Payment Method.

Yes. CareStack supports provider auto-tagging, reducing the need for manual entry while keeping collections accurately attributed. You can learn how auto-tagging works directly within the configuration screen.

Each dashboard focuses on a specific area of practice performance. The Revenue Dashboard tracks treatment value delivered, the Collections Dashboard focuses on payment flow and cash collection performance, and the NHS Dashboard monitors UDA activity, claim performance, and contract delivery.

Supercards are interactive KPI summaries that provide a high-level view of key performance metrics. Each dashboard contains six supercards, and each one serves as an entry point into deeper analysis with one-click access to the underlying data.

Yes. Every supercard supports drill-down from aggregated metrics into time-based trends, clinician and location breakdowns, and the individual PMS records that generated the reported figures, providing complete audit traceability.

Yes. Practice Analytics supports dynamic filtering by time period, clinician, and location. Filters are applied consistently across dashboard supercards and all drill-down views, ensuring every layer of analysis remains synchronized.

Yes. Practice Analytics is designed for multi-location organizations and supports centralized reporting across practice groups. Location filters allow performance analysis at the individual practice, regional, or group-wide level using the same reporting framework.

Yes. All metrics in Practice Analytics are based on live PMS data, ensuring dashboards reflect the current operational state of the practice rather than relying on delayed exports or static snapshots.

The Planner dashboard provides a live visual view of the diary, with every booking, change, and cancellation reflected the moment they happen, plus one-click access to patient records. The Day List dashboard shows the same scheduled activity as a structured list-based view, helping teams interpret the day as a sequence of patient touchpoints rather than isolated appointments.

The Huddle dashboard provides a consolidated view of daily practice activity, including the day’s appointment overview, a summary of scheduled patient activity, and an aggregated view of practice operations. It's designed to support daily team alignment and is typically used in morning huddle meetings before the first patient arrives, with every figure drawn from live PMS data.

The Performance dashboard provides structured visibility of practice activity using live PMS data. It includes revenue metrics, collections metrics, appointment activity metrics, clinician-level breakdowns, location-level breakdowns, time-based comparisons, and drill-down into underlying records, allowing teams to review practice activity in real time rather than waiting for end-of-day reporting.

The Goals dashboard lets you define performance targets at the practice, clinician, or location level and track progress against those targets in real time using live PMS activity data. To-Do Lists allow operational tasks to be created, assigned, and tracked directly within CareStack, keeping team coordination in the same PMS environment as scheduling, and eliminating the need for separate task management tools.

Yes to both. Front Office Dashboards apply a consistent dashboard structure across every site in your group, with location filters and centralised reporting that rolls up performance at the practice, regional, or group level. Every figure shown is drawn from live PMS data, so appointment changes, task updates, and performance metrics all reflect the current operational state of your practice, not an exported snapshot from earlier in the day.

Dental practices often rely on multiple reporting outputs to track performance across locations, clinicians, and time periods. This leads to inconsistent metric definitions and fragmented reporting. Scorecards solve this by providing a single PMS-native mechanism to configure performance metric sets, generate structured outputs, standardise metric definitions across the practice, and reuse configured reporting definitions over time.

You configure a Scorecard by selecting a report name and description, setting a date range, choosing the report focus type, applying service type filters where relevant, and selecting from a library of system-defined metrics. Once configured, the Scorecard is saved within CareStack and can be run on demand. Each Scorecard represents a reusable reporting definition.

Yes. CareStack Scorecards let you include multiple metrics in a single report, reorder them to control the report structure, and define exactly which performance indicators are included. This ensures consistent metric grouping across every run of the Scorecard, eliminating the variation that typically comes with ad-hoc reporting.

Yes. Every Scorecard saved in CareStack can be re-run with updated data and parameters at any time. You can also regenerate any Scorecard as your underlying PMS data evolves, with no need to rebuild filter logic or metric selections. This makes Scorecards genuinely reusable assets, supporting consistent reporting cadences and standardised performance reviews.

Yes. Generated Scorecards can be downloaded for use in board reports, partner meetings, performance reviews, or shared with external advisers like accountants and consultants. The output reflects the selected metrics and configured filters at the time of generation.

Yes. CareStack Scorecards are designed to support multi-location dental practices, ensuring consistent metric definitions across every site in your group. By standardising reporting at the scorecard level, multi-location practices eliminate the manual reconciliation that comes from comparing inconsistent outputs across locations.

Use Custom Reporting when your practice has non-standard data groupings, bespoke financial breakdowns, customised operational views, or practice-specific reporting structures not covered by the existing report library. Operational Reports handle standard needs, Practice Analytics handles exploratory analysis, and Scorecards handle reusable KPI definitions. Custom Reporting fills the gap when none of those quite fit.

The process follows five structured steps: identify the reporting requirement that isn't met by existing reports, submit a request via CareStack support, validate whether the requirement can be met using PMS data, define the report structure and logic, and deliver the report for use within the system. The CareStack support team works collaboratively with your practice throughout the process.

Yes. Once a Custom Report has been delivered, it can be run repeatedly without any reconfiguration. You can adjust filter values per run, but the core reporting logic remains consistent across every execution, ensuring your team always compares like-for-like data and supports repeatable reporting cadences.

Custom Reports can include defined filter criteria, structured output formats, time-based parameters, and location or clinician segmentation. Reports are designed around validated PMS data, ensuring outputs are always accurate and aligned with your operational reality. Your CareStack support team works with you to define the exact structure during the design phase.

Yes. CareStack Custom Reporting is particularly valuable for multi-location dental practices and DSOs, where reporting requirements often involve bespoke financial groupings, regional segmentation, NHS and private hybrid logic, and practice-specific structures that standard reports can't fully capture.

Operational Reports provide CareStack's predefined report library covering standard practice needs. Practice Analytics provides exploratory dashboards with drill-down KPIs. Scorecards provide a reusable KPI definition layer. Custom Reporting sits alongside all three as a request-based extension mechanism, used specifically when reporting needs go beyond what those standard tools can deliver.

The Operational Reports library covers five core categories: Appointment Reports (including utilisation and scheduling analysis), Revenue Reports (including clinician and procedure output), Collection Reports (including payments, reconciliation, and deposits), NHS Reports (where applicable to your practice), and Operational Support Reports (covering workflow and activity tracking).

Every report follows the same consistent generation pattern: select the report you need from the library, apply your filters (such as date range, clinician, and location), choose your view type where applicable, and generate the structured output. This consistent model ensures every report behaves the same way, making it easy for any team member to run any report without retraining.

Yes. CareStack Operational Reports lets you save filter configurations so you can reuse report setups indefinitely. Saved filters standardise reporting definitions across your team, reduce repeated configuration effort, and keep reporting consistent across weekly, monthly, quarterly, and annual reporting cycles.

Yes. Every Operational Report supports filtering by time period, clinician, and location, with additional report-specific parameters where relevant. Filters ensure consistent reporting output across different report types, allowing like-for-like comparisons between time periods, between clinicians, and across multi-site practices.

Yes. CareStack Operational Reports are designed for both single-location practices and multi-site dental groups, with location-level filtering and rollup views that aggregate performance across the entire group. This makes the library equally valuable for growing dental start-ups, mid-sized groups, and large DSOs.

You can run Clinician Payroll on a Monthly, Weekly, Fortnightly, or Custom date range. For standard frequencies, the end date is set automatically based on the start date. For Custom periods, you can freely choose both the start and end dates.

By default, lab cases are included based on their receipt date within the selected payroll period. You can also customise the date range or manually edit the Total Lab Case Cost during the review step. The "Include Lab Case in Payroll" option lets you pay lab costs even when lab case deduction is enabled on the profile.

Yes. During review, you can manually edit the Total Lab Case Cost and the number of working days used for the Daily Minimum Guarantee. Both edits are tracked inside CareStack, and you can view their history at any time, supporting full audit transparency.

For clinicians working at multiple locations, the payroll includes a summary section showing payouts per location, along with a detailed breakdown of how each location's payout was calculated. This gives complete transparency for multi-site practices and supports accurate financial attribution per site.

Yes. You can download an individual clinician's payroll from the View screen or download the entire batch using the Download All option at the top right of the batch view to support external reporting, accountant reviews, or partner discussions.

You can void an entire batch using the Void option. Once voided, the batch is nullified, and since only one active payroll can exist per clinician per date range, voiding is required before generating a replacement payroll for the same period.

Yes. Clinician Payroll is built for both single-location practices and multi-site dental groups, with location-level filtering, per-location payout breakdowns for clinicians working across sites, and centralised payroll history that scales from growing practices to large DSOs.

Not at all. CareStack is designed to be intuitive and scalable, with a clean interface that makes it easy for single-location practices to get started and grow. With our virtual implementation & training, on-demand learning platform, and our dedicated support teams, we help you learn the platform at various stages of your journey with us.

CareStack automates everyday tasks like appointment confirmations, patient communication, and billing workflows, significantly reducing manual effort at the front desk.

Yes. CareStack is a complete, all-in-one platform that allows you to manage clinical and administrative workflows without relying on multiple tools.

Yes. Features like online booking, two-way texting, and patient engagement tools help smaller practices deliver a modern patient experience and stay competitive.

CareStack provides onboarding assistance, training, and ongoing support to ensure your practice can smoothly adopt and fully utilise the system.

We guarantee you will be in touch with a live Customer Support Representative via chat and phone call in under one minute, though most of our clients report that they don't experience any wait times at all.

Absolutely! We have many articles available in our User Resource Center with guided instructions on how to navigate the system and perform certain tasks. Where can I access Customer Support?

After you are logged into CareStack, open your System Menu and click on Support Chat which can be found under Support and Assistance.